| Summary: | Measuring user satisfaction with information systems has attracted widespread research attention, given it is often used as an indicator of success. The internet has allowed applications to be extended to customers of an organization, where interaction can take place through a web site, typically from home or office. With the increasing amount of research into internet marketing and electronic commerce (e-commerce), service quality in online environments has become recognised as an important factor in determining the success or failure of electronic commerce.
This survey seeks to identify the quality dimensions that are most significantly associated with customers' satisfaction and/or dissatisfaction and the relative importance of the key service quality attributes to respondents. It highlighted the relative importance of the key service quality attributes to respondents. The survey also provides an indication of the website features and design most likely to attract and retain customers.
Based on the findings of this survey, it was established that security still stood out as number one issue in the minds of customers when considering internet banking. Despite the increase in the number of internet users recorded by various agencies, the number of increase of internet usage for banking purposes has not increased at the same rate. One reason is the continuing fear about security which, despite the media coverage, the technical and verbal reassurances provided by the banks, still preys heavily on consumers' minds. Trying to resolve security fears is perceived to be part of the overall service to customers provided by the internet banking service providers.
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